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We live in hyper-competitive world, where customers, whether internal or external, are spoiled for choice. Developing a customer service attitude and mindset has become one of the most crucial and essential skills for any organisation wanting to retain and/or delight their customers.
This engaging, informative and highly interactive workshop has been designed to enable participants to meet and exceed the expectations of your customers, internally and externally.
Participants will learn to take a resolution focused approach, acquire the tool to engage with customers through effective listening, and understand the importance of acknowledgement and empathy in dealing with difficult situations.

Learning outcomes

By the end of this session, participants will:

  • Have the mindset of understanding and delighting customers
  • Listen and ask questions to fully understand the situation/issue
  • Understand the different kinds of customers and be able to adapt their approach
  • Manage upset, angry and difficult customers even more effectively

Please note that these outcomes are a guide only and the precise outcomes will vary with the delivery method and duration of the session.

Developing a customer service attitude

Developing a Customer Service Attitude

is available as

Tailoring our design for you

This outline provides a great flavour of the skills and knowledge your people will benefit from by attending any Speak First training or coaching on this topic – whether standard, tailored or bespoke.

Here’s how Speak First can make the training even more relevant for you and your people:

Tailored Design

Tailored design develops existing content and enhances it with relevant case studies, role-plays and more to make the learning even more effective for your people

Bespoke Design

Working in partnership with you, we develop bespoke solutions that incorporate this, and other topics, to create custom solutions for your organisation’s specific needs

Sample Participant Journey

The learning solutions featured on our website can all stand on their own as high-quality and high-impact learning interventions for your team – however, they are at their best when delivered as part of a wider learning programme, helping you achieve your strategic imperatives and your people benefit from much deeper and expansive learning journeys. We work with you as consultants, collaborators and design partners to establish learning outcomes and create the perfect programme - below is an example of what your people’s learning journey might look like.


Overall scope of programme agreed with client
Virtual/face-to-face training session(s)
In-between work: on-the-job assignments
Virtual/face-to-face training session(s)
Facilitated learning group sessions (group coaching)
Virtual/face-to-face training session(s)
Programme closing session – a celebration of success
Continuous learning support, virtual or face-to-face

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